Home Delivery Operations Coordinator
Home Delivery Operations Coordinator
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Job Description
Joybird is the leading maker of handcrafted custombuilt furniture for the modern home and office. Through an innovative online shopping model Joybird is transforming the way people purchase furniture by putting the customer at the center of the design process. With hundreds of fabrics finishes and custom dimensions to choose from each piece of furniture is as unique as the customer creating it. Inspired by midcentury modern design LAbased Joybird utilizes responsible sourcing and manufacturing practices and offers a 90day home trial.
Job Summary:
The position will work directly with the carrier and customers in regards to issues that may occur during or before the delivery process while providing timely updates. This will involve utilizing our internal systems to track follow up assess and resolve issues. This role also supports the customer experience team warranty team and distribution team to ensure a customercentric experience for all customers. Success in this role is to have passion for improving the customer experience.Job Description:
KEY RESPONSIBILITIES (other duties as assigned):
- Resolve issues that arise with Joybird delivery partners to provide optimal customer satisfaction
- Engage with the customers to determine and/or explain the optimal resolution to ensure satisfaction
- Identify patters or potential issues and utilize critical thinking to find the source and advise solutions
- Assess and determine disposition to our carriers of various damage Joybird items
- Perform proactive followups with customers via phone/email for pending issues
- Support carriers and RDCs via email with order issues
- Address HDO related requests from other Joybird departments in a timely manner
- High level phone and email skills
- Adept at addressing customer frustrations and managing expectations
SCOPE & IMPACT:
Limit full replacements offered/processed for customers; Minimizing wait time by customers by eliminating passing between departments (lowering risk of cancellation due to shorter wait time); Handling 60 LZB 40 JBH freight deliveries; Average 100 monthly LZB shipments reported with issue (accepted/refused); Average 2 of shipped orders reported damaged per week to department; Average 15 of refused LZB shipments result in redelivery and warranty claim; Average 20 monthly of refused items result in cancel/refund
MINIMUM REQUIREMENTS:
- 1 year customer service experience
- 1 year of call center experience.
- Strong ability to communicate effectively with outside parties and customers.
PREFERRED REQUIREMENTS:
Experience with CRM Softwares including but not limited to ZenDesk Kustomer Ujet. Slack
- Delivery logistics experience preferred
SUPERVISORY RESPONSIBILITIES: None
PHYSICAL DEMANDS/WORK ENVIRONMENT:
Prolonged periods sitting at a desk and working on a computer.
COMPENSATION: $20.00 to $25.00 per hour
OUR PURPOSE:
We are LaZBoy Incorporated. Get comfortable with taking your work personally. Get comfortable with uncompromising quality. Get comfortable with caring about your colleagues and the consumers we serve. When people are comfortable they are free to be themselves; to be fearless. When people are comfortable they put others at ease and are more welcoming to different people and perspectives. When people are comfortable they collaborate in meaningful ways. Being comfortable brings out the best in us.
We believe in the transformational power of comfort
OUR VALUES:
Courage We arent afraid to try something new
- We are results oriented and cando hard things.
- We do what is right.
- We challenge the status quo.
Curiosity We are relentless in our mission to understand our business and consumers
- We ask questions and explore every opportunity.
- We embrace change.
- We test and learn.
Compassion We honor our almost 100year legacy that was built on family
- We lead with empathy in support of each other our consumers and our communities.
- We foster an inclusive environment.
- We believe in positive intent.
OTHER DUTIES: Please note this job description is not designed to cover or contain a comprehensive listing of activities duties or responsibilities that are required of the incumbent for this job. Duties responsibilities and activities may change at any time with or without notice
Weekly Hours:
40Work Shift:
At LaZBoy Incorporated were an equal opportunity employer. We understand that our employees diverse backgrounds experiences perspectives and viewpoints add value to our ability to create and deliver the best possible service quality products and is of upmost importance as we work together to build comfort. All applicants will be considered for employment without attention to race color religion sex sexual orientation gender identity national origin veteran or disability status.
We are committed to fostering an environment in which all employees feel valued included and empowered to do their best work and bring great ideas to the table. If you are a qualified individual that may need a change or adjustment to the application/interviewing/hiring process as a result of your disability you may request a reasonable accommodations by emailing our recruiting team at or by calling.
Required Experience:
IC
Employment Type
Full-Time
